Hello & Welcome to Just Answer,
I'm Greg and will do my best to assist you today.
Sorry to hear of any issue you are having with your phones.
To help you with this issue, may I ask:
1) Can you double-check the FULL Model Number of the phone system you are working with? If this is a cordless system, that model should be printed on a sticker on the bottom or back of the MAIN base and START with KX-TG, but NOT have an "A" in there (that is for the cordless HANDSETS ONLY).
Please REPLY using the box below and the SEND button.
If you still have the box (package), the model number SHOULD be printed on that package too.
Example: KX-TGD222 (if you have two handsets with the system).
Please let me know what you find.